Forum Discussion

tr007a0373's avatar
tr007a0373
Tuning in
2 months ago

"Free" tv360 upgrade isn't free

I recently received an email entitled "Your Virgin Media TV box needs an upgrade" which said "We wanted to let you know that you are now eligible for Virgin TV 360, at no extra cost"

I followed the instructions on the screen (which was to run an app on the tv to order the new remote control) and shortly afterwards I received an email saying my monthly cost has increased by £20

I phoned and spoke to customer support and they said this was because the package I had ordered was more expensive than the package I was previously on. After a long time on hold they said they could cancel my upgrade and I should not accept delivery of the new remote control.

I'm perfectly happy with this arrangement but it seems that they should not be sending out emails saying the upgrade is free when it clearly isn't.

Has anyone else had this problem? should this upgrade have been free? will my box continue to work if it isn't upgraded?

 

  • Paul_DN's avatar
    Paul_DN
    Forum Team
    2 months ago

    Hi tr007a0373 ,

    Thank you for reaching out to us in our community and welcome, we are sorry to hear that an offer for a free 360 box ended up more expensive when advised it was the same price, this is really disappointing and not the service we wish to provide, as the package was cancelled before activated there will be no changes/ issues with the box.

    Other than the box change were there other differences in the package?

    Regards

    Paul.

     

    • tr007a0373's avatar
      tr007a0373
      Tuning in
      2 months ago

      Sorry for the slow response - for some reason I didn't get an email notification that there had been a reply

      A few days after posting this message I received another bill for the increased amount so I called customer services again. This time they said the extra charge was nothing to do with the 360 upgrade but was because my contract rate had ended so it had gone back to the full rate, and it was just a coincidence this happened at the same time.

      So as far as I know the 360 upgrade is still cancelled but as long as my box will continue to work, I'm not too fussed about that

      --- Tim